Frequently Asked Questions

Order Information

Can I try my dress on prior to my event?

Yes absolutely!

Visit our store at 239 Waterdale Road, Ivanhoe, 3079 to try our full range of outfits and accessories. We can help you put together the perfect outfit for your next occasions! No appointment necessary!

Unfortunately we do not do Postal Try Ons.

Can I order by phone?

Unfortunately due to Privacy and Security reasons we are now lawfully allowed to process payments on the phone. You may of course order online or in-store.

Do you have a physical store I can try items on?

Yes! We have a beautiful store in Ivanhoe Melbourne at 239 Waterdale Road, Ivanhoe, 3079. You can find our Opening Hours here.

How far in advance can I book?

Up to 6 months in advance!

How do I know how to select the right dispatch date?

Our stylists can assist you with this on Chat, Phone or Email.

We generally recommed a Wednesday dispatch for our customers located within the Next Day Network.

For regional and Perth customers we recommend an 8 day hire period with a dispatch day of Monday.

I want to cancel my order?

No problem at all. Please see our Cancellations Policy here.


What happens if my dress doesn't fit?

No problem! We understand that outfits don't always fit as expected.   If it doesn't fit/isn't right for you for any reason please email us at info@herstyleau.com.au within 24 hours. We require that the dress is unworn and in the same condition sent to you and returned to a post office box within 24 hours of being received. We will issue a credit note for the garment minus shipping costs! Please refer to our Hire Agreement for further information.

What happens if I damage the dress?
We completely understand that accidents happen! If you do damage the garment in any way please notify us ASAP at info@herstyleau.com.au. Please do not try and fix the damage yourself! We have an amazing team of dry cleaners and seamstresses who are able to fix most problems. All damage up to the amount of $100 are covered under the included insurance incorporated into each dress. Unfortunately if the garment is damaged beyond repair or requires replacement you will be charged the replacement cost of the item as per our Hire Agreement.
Do you do postal try ons?

Unfortunately we don't! However, we do offer a Back Up dress option.

Can I iron my garment?

Please do not iron your garment! We professionally dry clean and steam all our dresses before posting to ensure our garments arrive crease free! Should your garment become creased in transit please do not iron our garments. Instead please only use a garment steamer or hang it safety in your bathroom whilst you have a hot shower and the steam will assist in getting our the creases. Please refer to your Care Instructions & Tips card included in your delivery for advice on how to have your garment looking perfect (without damaging it).

How do I return my item?

Sustainability is really important to us - that's why we post our items in reusable cardboard boxes! Return postage is covered in the postage price. To return your item you simply need to replace the original shipping label on the box with the return sticker label that arrived inside your box with your item! Then drop it at your nearest Australia Post Office or Yellow Express Post Mail Box by 4pm on the last day of hire (your exact return date will be listed on the card included in your delivery). There is no need to clean the dress; we have an amazing team that will take care of that for you. If your return date falls on a Sunday or public holiday, we simply asks you post it back the next business day.  

*Postage fees include postal insurance where necessary to ensure you are not liable for the RRP of the garment if it is lost in transit.

What happens if I return my item late?

It is important you return your garment on time to ensure we can get it out to our next customer! Please email us at info@herstyleau.com.au if you are unable to return your item by the scheduled day of return. We will help assist you in getting the item back to us on time. If you return your rental item late, a fee of $30 per day will be charged to the credit card you provided on your order. 

What happens if I my item doesn't arrive on time?

All orders are shipped out on your allocated dispatch date and earlier if we are able to! If your order does not arrive in time for your event you will be issued with a store credit. We highly recommend customers to use a home address and NOT a work address. If no one is home your order will then be redirected to your local post office for collection. In the rare case that your dress doesn’t arrive within the specified delivery time, please email us immediately on info@herstyleau.com.au

Payment & Delivery

What does Dispatch Date mean?


Dispatch date is the date that it leaves our premises. We are located in Melbourne, Victoria. Pickup or postage can be selected at checkout. Pickup can only be selected for days that we are open.

For postage we recommend checking the Aus Post website to determine the postage time however generally a Wednesday or Thursday dispatch date is sufficient for capital cities.

Any questions please chat with our customer care team on Chat, Email or Phone.

When does payment get charged for the hire?

We charge your card as soon as your checkout is completed! As outlined in our Terms and Conditions we also charge your card for any late fees. We will notify you of this via SMS or email.

What payment methods do you accept?

We accept Visa, MasterCard and AfterPay.

Do you post Australia wide?

Yes, we do! We express post to all locations in Australia for a flat rate of $15 return.

How to use discount codes?

Please use the discount code at checkout under the codes/giftcards section. Only one discount code can be used at a time.

How to check order status?
Once your order has been dispatched you will receive an email with your tracking information. If this is not received by COB of your dispatch date please contact our customer service team.
Do you ship internationally?

We are Australian based and are unable to ship internationally at this time. 

What happens if I damage or lose my postage box?

If you have lost or damaged your postage box it is your responsibility to purchase a suitable box to return it in and use the return label provided. Should you have misplaced both you will be required to purchase an express satchel to return it to us in time. Please also make sure you forward the new tracking details to info@herstyleau.com.au. 

Our return address is Her Style AU at 239 Waterdale Road, Ivanhoe, 3079, VIC.